Here is the latest update on our distressing Uber situation. I just received the following message via the Uber app.
Hi Jonathan‍,
My name’s (name redacted), from the Community Operations team. I appreciate your patience regarding this matter, and apologise for the delay in getting back to you.
Thanks for letting us know about this incident, and I’m sorry to hear about your experience.
We are very sorry to hear that you are continuing to experience issues regarding service refusal in relation to your Service Animal. I would like to reassure you that Uber takes complaints of this nature seriously as discrimination from anyone using the Uber app is not tolerated.
I would like to share the general process we follow in these circumstances with you again so that you have it for future reference.
If this report is the driver-partner’s first report, we immediately remove access to the Uber app until they complete the following:
- Watch a video and complete a test created by Be Accessible
- Acknowledge they have read and understood the Uber Community Guidelines as well as the Human Rights Act 1993
If this is their second confirmed report, we will generally remove their access to the Uber app permanently.
We have completely refunded any fees associated with this concern. Please allow 5-10 business days for this to be reflected in your bank account. In addition to the refund provided, we have issued $35 Uber Cash for use on your Uber account.
We appreciate your ongoing assistance and patience on this matter, and we will be sure to look into any feedback that you may have.
Again, I’m very sorry to hear about this and we hope you’ll continue to let us know if you experience further issues in the future. You can always get in touch through the “Help” section of the app. We are here to help.

I responded as follows.
Hello (name redacted), thank you for this response, for the refund and credit.
On this occasion I am not satisfied and do not consider this matter closed. Something is clearly faulty with Uber's driver training.
Since Uber operates in New Zealand, it is obliged to ensure that its drivers are fully aware of the law and obey it. These refusals are happening too often for there to be any doubt that whatever Uber is doing now, it is insufficient.
Accordingly, I have lodged a formal complaint with the New Zealand Transport Agency, the regulator here in New Zealand, asking them to open an investigation into Uber’s shortcomings when it comes to acquainting drivers with the law.
While I am not willing to speak with frontline Uber support people on this matter, I would be prepared to speak with someone at management level about how this situation might be improved and resolved. Otherwise, I will advocate strongly for the NZTA to take decisive, and clearly long overdue action. Uber can not be allowed to go on like this. Thank you.

I have already lodged the NZTA complaint and look forward to working with them on this matter.

For those not yet aware, the National Federation of the Blind, @nationsblind, has organised a rally outside the headquarters of Uber and Lyft in San Francisco on Tuesday US time. This is yet another example of how the work of the Federation has a global impact.
For those of us unable to make it, Aira, @AiraVI, will be streaming coverage from the event live, either through their free app or their YouTube channel. I will be there in spirit, as I'm sure will many. Let our message of the #RightToRide be heard loud and clear.

When will the ICC issue arrest warrants for Israel’s Netanyahu and Gallant for the ongoing #genocide in Gaza, occupation of the West Bank and war crimes in Lebanon.

Failing to issue the warrants will further affirm the claim that the court only goes after Africans and enemies of the West.

https://www.aljazeera.com/opinions/2024/10/13/the-iccs-credibility-is-hanging-by-a-thread